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IT Service Desk Analyst - Fixed Term Contract
£24,000 - 24,000
DFS Furniture Ltd
Rockingham Way, Woodlands
£24,000 - 24,000
Requirements
Must:
As the hiring company, we are looking for candidates who can bring together their technical expertise and a people-first approach to problem-solving. To shine in this role, it is essential to be organized, analytical, and detail-focused, with a methodical way of working. Ideally, you will have around 12 months of experience in a Service Desk or end-user support role, particularly in a fast-paced environment like retail. Experience or knowledge in any of the following areas would be a bonus:
- Active Directory user setup and administration
- Google Workspace (G Suite) day-to-day support and troubleshooting
- Operating systems such as Windows 11, macOS, Android, and Chrome OS
- Network and monitoring tools
- Mobile device management
- Print management for resolving common print issues
- ITSM platforms like Jira Service Management or other recognized tools
Responsibilities
In the role of IT Service Desk Analyst, you will be the first point of contact for technical support across DFS. You will provide friendly and efficient assistance, aiming to get things right the first time, ensuring our colleagues stay connected, supported, and empowered to perform their best work. Your daily activities will include logging every call, providing swift and accurate support, and resolving issues in line with our incident management standards. You will tackle hardware, software, email, password resets, mobile device, and IT equipment issues with empathy and determination.
Additionally, you will be expected to pride yourself on resolving problems quickly and correctly, maintaining a clean escalation process for situations that require further expertise. Working closely with the broader IT team to maintain a 95% SLA will be key to championing a right first-time service philosophy. You should be comfortable operating in a dynamic and fast-paced environment while remaining cool, efficient, and dependable. Preparing laptops, desktops, and mobile devices with precision will be part of your responsibilities, along with keeping support tickets updated with clear, concise notes throughout the resolution process.
Description
At DFS, we are passionate about what we do—helping people find a comfy seat on high-quality sofas since 1969. We take pride in being the leading sofa retail specialist in the UK, driven by the dedication of our people. We offer incredible opportunities to engage in fun and meaningful work while learning new skills. As part of our team, you will benefit from a generous 30% colleague discount and a 15% friends & family discount across our Group (DFS, Sofology, Dwell). Our benefits package includes a generous holiday allowance that increases with your tenure, enhanced maternity, paternity, and adoption leave, access to various high street and online discounts, discounted gym and cinema memberships, a Group Pension Scheme, a Group Sharesave Scheme, and life assurance with company sick pay. We are an equal opportunities employer, committed to building a diverse and inclusive workplace where everyone is encouraged to be their true selves. We do not discriminate based on race, religion, nationality, gender, sexual orientation, age, marital status, or disability status. Everyone is welcome at DFS!
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